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Unit of competency details

PSPMGT005 - Manage quality client service (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by and equivalent to PSPGEN092 - Manage quality client serviceEquivalent. Unit Code changed. Minor changes to Application, FS added. PE and KE amended for clarity and to remove duplication. AC expanded for clarification. 02/Apr/2022
Supersedes and is equivalent to PSPMNGT606B - Manage quality client serviceUnit code updated. Content and formatting updated to comply with the new standards. All PC transitioned from passive to active voice. Assessment Requirements created drawing upon specified assessment information from superseded unit. 06/Mar/2016

Releases:
ReleaseRelease date
1 1 (this release) 07/Mar/2016

Companion volumes:
Unit of competency Assessment requirements

Delivery:
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Training packages that include this unit

Qualifications that include this unit

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080317 Quality Management  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080317 Quality Management  09/Aug/2016 
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Unit of competency

Modification History

Release

Comments

1

This unit was released in PSP Public Sector Training Package release 1.0 and meets the Standards for Training Packages.

This unit supersedes and is equivalent to PSPMNGT606B Manage quality client service.

  • Unit code updated
  • Content and formatting updated to comply with new standards
  • All PC transitioned from passive to active voice

Application

This unit describes the skills required to manage the promotion, delivery and review of client service within complex or changing circumstances in the public sector. It includes analysing client needs, delivering service which satisfies changing client requirements, gaining employee commitment to quality service delivery, and promoting and monitoring client service.

This unit applies to those working in management roles responsible for quality control.

The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.

Those undertaking this unit would work autonomously with management responsibilities, performing complex tasks in a range of familiar contexts.

No licensing, legislative or certification requirements apply to unit at the time of publication.

Competency Field

Management

Elements and Performance Criteria

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Analyse client needs 

1.1 Consult key stakeholders and clients to determine options for addressing client needs.

1.2 Understand options for service delivery to match client services to client needs.

1.3 Develop and maintain records of client needs.

1.4 Identify client requirements and review client feedback.

1.5 Review service delivery to ensure it satisfies requirements of clients.

2. Deliver service that satisfies changing client requirements 

2.1 Provide current and relevant information and materials to clients in accordance with their needs.

2.2 Ensure service delivery is based on current client requirement information.

2.3 Reflect current good practice in client service delivery.

2.4 Identify and address problems in client service delivery.

2.5 Implement improvements to client services practices and procedures within the area of responsibility.

3. Secure employee commitment to the provision of client service 

3.1 Adopt a consultative approach within the business unit to formulate service delivery standards.

3.2 Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.

3.3 Identify and recognise quality client service provided by individuals or workgroups.

3.4 Model quality client service for employees within the business unit.

4. Promote client service 

4.1 Market service to potential clients.

4.2 Identify potential areas of difficulty in client services and recommend solutions.

4.3 Resolve client concerns about the service and refer complaints of a serious nature to senior staff.

4.4 Action responses to clients within an acceptable timeframe.

5. Monitor client services 

5.1 Use relevant information on markets and trends to review client service delivery.

5.2 Develop performance indicators to monitor and improve client service delivery.

Foundation Skills

Foundation skills are embedded within the elements and performance criteria of this unit.

Unit Mapping Information

This unit supersedes and is equivalent to PSPMNGT606B Manage quality client service.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=bebbece7-ff48-4d2c-8876-405679019623

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=bebbece7-ff48-4d2c-8876-405679019623

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=bebbece7-ff48-4d2c-8876-405679019623

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=bebbece7-ff48-4d2c-8876-405679019623

 

Assessment requirements

Modification History

Release

Comments

1

These Assessment Requirements were released in PSP Public Sector Training Package release 1.0 and meet the Standards for Training Packages.

  • Assessment Requirements created drawing upon specified assessment information from superseded unit

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

  • marketing and promoting client services
  • engaging in oral and written clarification of issues
  • negotiating variations and changes with clients
  • using appropriate language and style for written submissions
  • explaining complex ideas to different audiences
  • networking with clients, suppliers and stakeholders

Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

  • legislative and regulatory frameworks influencing the provision of client services
  • current developments in effective client services delivery
  • the constraints on the provision of client service caused by the availability of resources and the likelihood that client needs have to be prioritised and rationed
  • the relationships between effective management of diversity and satisfying client needs
  • organisational goals and policies relating to client service delivery

Assessment Conditions

This unit contains no specific industry-mandated assessment conditions. Guidance on suggested and recommended conditions and methods can be found in the Implementation Guide.

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=bebbece7-ff48-4d2c-8876-405679019623

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=bebbece7-ff48-4d2c-8876-405679019623

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=bebbece7-ff48-4d2c-8876-405679019623

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